Learn more about the real life story of Ivan Alonso in Spain and how AXA helps companies get back into business quickly after an incident.
Ivan Alonso runs the Antonio Alonso canning company, founded by his family in 1873 and better known in Galicia as the "Palacio de Oriente." Sadly, in August 2012, fire damage forced him to shut down one of his plants. Thanks to his insurance coverage, coupled with the support and expertise of dedicated people, the plant was completely rebuilt and re-equipped with efficient new technology.
AXA helps companies get back into business quickly after an incident:
On the phone, contact with the customer must be quick, simple and efficient. I have to deal with all sorts of questions about invoices, policy extensions, reporting claims, making appointments with an adviser, and so on. If needed, I also guide customers through the administrative procedures - and always with a smile.
Being close to my customers and understanding their business and their needs is vital for me to advise them and guide them towards the solution that suits them best. And if a problem does arise, I know my customer well enough to initiate the actions that will help the company get back into business as quickly as possible.
For a business, a major incident can lead to a plant being closed down and its employees laid off. My teams and I take preventive action upstream by incorporating the risks specific to each business activity. And, when there is a major claim, we have developed quick, personalized compensation procedures.
I work in the group's Property & Casualty division on developing targeted insurance solutions, particularly for cyber risk and international programs that meet the needs of small and mid-sized businesses. That means working closely with our colleagues in marketing and operational excellence, as well as the business units. We are currently co-developing ten concrete marketing solutions to provide better support for these small and mid-sized customers in the business units, especially in Spain, France, Germany, Britain, Belgium and Switzerland.
Consumer habits and needs are changing rapidly. Our customers are now used to dealing directly and more or less instantaneously via the Internet, but they also need advice and a personal relationship. AXA has to be able to provide the same standard of interaction across all delivery channels. People must be free to choose how they want to interact with AXA at any time and be guaranteed a smooth, seamless high-quality user experience.
People, businesses and large corporations are all faced with a wealth of new opportunities - and new risks - arising from technological disruption, for example, or climate change; it is up to us to devise effective, innovative solutions to protect them.